You are eligible for a full refund if:

1. I paid but haven't started my intake yet

If you purchased a consultation but haven't completed the intake questionnaire, and no clinical information has been submitted and a physician has not begun review, you may request a full refund to your original payment method.

2. I live outside your service area

If you submit a purchase but your residence is in a province where TeleTest does not currently operate, we will issue a full refund.

You are eligible for store credit (but not a refund) if:

1. I completed my intake but a clinical decision has not been made

If you submitted your intake questionnaire, but a physician has not made a clinical decision and TeleTest cannot proceed for an administrative or service-availability reason, store credit will be provided.

2. I cancelled my subscription after it was authorized

If you enrolled in a subscription plan and the subscription was authorized, but you later cancelled before receiving services, your unused included consultations are kept as consultation credits (see below). Subscription charges themselves are not refunded to your payment method.

Subscription charges are not refunded. Unused consultations carry forward as consultation credits instead.

If you do not use an included consultation before your billing period ends, it is saved as a consultation credit on your account. Credits never expire, are kept if you cancel, and are applied automatically the next time you start a consultation your plan covers. Credits from premium plans also cover higher-priced consultations. Credits cannot be transferred to another account or converted to cash.

You are not eligible for a refund or store credit if:

1. A doctor made a clinical decision on my intake

Once a physician makes a clinical decision on your completed questionnaire, the service is considered fulfilled and no refund or store credit is available. This includes decisions that you are ineligible, treatment is declined, an alternative or referral is recommended, or a prescription or lab requisition is issued.

2. I chatted with a doctor but wasn't eligible

If you engaged in real-time chat or messaging with a physician and were determined ineligible for treatment, a real-time consultation constitutes a completed service.

3. I disagree with the doctor's recommendation

If you disagree with the medical decision or treatment plan. Examples include:

• A medication was not prescribed
• A different dose or alternative treatment was recommended
• A referral was suggested instead of medication

4. I spoke with a doctor but decided it wasn't for me

If you change your mind after the physician makes a clinical decision, no refund or store credit is available.

5. I did not respond to clinician secure mail for 7+ days

If a clinician reviewed your intake on the secure mail pathway and no response is received within 7 days, chat escalation and refund requests are no longer available.

6. I already received my prescription or lab requisition

If a prescription, treatment recommendation, or lab requisition has already been issued.